Customer Service Supervisor

Role Overview

This position sits at the point where the depot meets its customers. The holder leads a team of customer service representatives while personally carrying a portfolio of the depot's most important accounts, so the working week moves between shift planning, coaching and quality checks on one side, and account reviews, escalation calls and internal chasing on the other. The value of the role lies in how smoothly cargo, paperwork and payments flow for clients — a shipper or clearing agent judges this facility less by its equipment than by how quickly and honestly someone responds when a container is held up.

Key Responsibilities

• Lead, roster and coach the customer service team, making sure enquiries are covered across shifts, weekends and busy cargo peaks, and stepping in when staffing or performance gaps appear.
• Act as the named contact for assigned strategic accounts, learning how each one operates — volumes, documentation habits, service expectations — and chairing regular engagement or service review meetings with them.
• Watch account activity for early warning signs, such as falling throughput or clients who have gone quiet, and work with the commercial team on recovery or retention plans.
• Keep customers ahead of events rather than behind them: status on cargo, documentation, verification, gate pass issuance and delivery, with delays flagged proactively before they turn into complaints.
• Own the complaint register — investigate each case jointly with terminal operations, warehouse, finance, customs and bonded warehouse colleagues, close it within the agreed turnaround, and give the customer a formal response.
• Spot complaint patterns and push for corrective and preventive fixes rather than repeated firefighting, escalating any issue with serious customer impact to management without delay.
• Coordinate across terminal operations, warehouse, finance, sales, security and the KRA/KPA liaison function to unblock pending actions that are holding up customer service, and raise these in daily operational meetings.
• Produce daily, weekly and monthly service reports covering account performance, volumes, complaints and KPIs, keeping customer contact records current and recommending action where targets slip.

Requirements & Qualifications

• A bachelor's degree in business administration, customer service, logistics, supply chain management, marketing or a comparable discipline.
• At least five years in customer service, logistics, CFS/ICD, shipping or freight forwarding, with prior responsibility for supervising or leading a team being preferred.
• Exposure to key account management or relationship management is an added advantage.
• A working grasp of CFS/ICD operations, cargo clearance and the wider logistics chain — enough to explain processes, statutory requirements and charges clearly to customers and reduce disputes.
• Clear written and spoken communication across email, telephone, WhatsApp and in-person meetings, with the composure to handle conflict and dissatisfied clients.
• Analytical and reporting ability: comfortable tracking KPIs, interpreting volume and complaint data, and turning it into recommendations.
• Strong sense of urgency and accountability, with the organisational skill to coordinate several departments at once and see commitments through to delivery.
• Commercial awareness and attention to detail, particularly where customer volumes, retention and billing accuracy are concerned.